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THE CLEAN SHEET
THE OFFICIAL MAGAZINE OF THE NATIONAL CARPET CLEANERS ASSOCIATION AUTUMN/WINTER 2018
NCCA ACQUIRES TACCA Turn to page 4
4 TACCA ACQUISITION
14 NEW CORPORATE MEMBER
18 QDOS BECOMES QUEST
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THE CLEAN SHEET CHIEF EXECUTIVE OFFICER Dave Wheadon
National Carpet Cleaners Association 62c London Road, Oadby, Leicestershire, LE2 5DH Tel: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk Twitter: @NCCA__ Facebook: /NationalCarpetCleanersAssociation /groups/nccamembers/ /groups/nccacorporatemembersforum/
PRESIDENT Allan Simmons
VICE PRESIDENTS
SHARE YOUR STORY WITH US Have you got a story that would fit into our magazine?
Tim Colenutt Paul Pearce
If so, get in touch!
DIRECTORS
Tel: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk
David Weaver (Company Secretary) Nigel Lay Martin Johns
OFFICE TEAM Lewis Scroby Lauren Willis
Opinions expressed in this publication are not necessarily those of the Association or it’s officers or members. Whilst every effort is made to ensure the accuracy of the statements within this publication, we cannot accept responsibility for any errors, or omissions, or matters arising from any clerical or printing errors, and whilst every care is taken of manuscripts and photographs submitted to us, we can accept no responsibility for any loss or damage. ©Carpet Cleaners Association Ltd 1994 (Trading as the National Carpet Cleaners Association). No part of this Newsletter may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the Carpet Cleaners Association Ltd.
NCCA SURVEY FORMS
DIARY DATES Wednesday 21st November REGIONAL MEETING AMTECH UK, BURGESS HILL
USING NCCA SURVEY FORMS WILL: ❚ Allow you to record vital information including any previous damage or inherent problems. ❚ Provide you with an evidence trail in the possible event of a later problem or dispute. ❚ NCCA survey forms are available for members to purchase and come in pads of 100 with a carbonated sheet. Visit the NCCA website to access the online shop in the members area.
www.ncca.co.uk
NCCA STICKERS Van and machine stickers of the NCCA logo are available from the Members Area of our website. Van stickers (21″ x 7″) £11 or 2 for £18
Machine stickers (7.8″ x 2.9″) £2.50
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NCCA
PRESIDENTS REPORT By Allan Simmons
Thank you to those who made it to our annual exhibition in September. Your feedback makes all the hard work worthwhile. Thank you to the Corporates for supporting the event, without our Corporates, the Association cannot fund the event, and without members attending Corporates can’t justify exhibiting. The industry depends on mutual support and it was great to see that again this year. The WCP’s estimate of the number of carpet cleaners attending was almost 200, the highest turnout to date, so thank you again. To those of you who couldn’t make it, you missed a treat. Dave Wheadon, David Weaver, Lauren, and Lewis all planned and managed a great show for the NCCA, along with the Board of Directors. Feedback about the seminars has been very positive, with requests for more of them next year, so that’s something we’ll focus on. Please try to support the event next year. You only need to get ONE idea, or find one product or bit of new kit that will make your life easier, to pay for attending. As soon as a date is announced for next year please pop it straight in your diary and keep the weekend free. It’s about more than the formal exhibition though. The social aspect is often where some of the best ideas and sharing takes place. I came away with several ideas for my business. The NCCA has now acquired TACCA, The Approved Carpet Cleaners Alliance. We made a formal statement about the acquisition, and have had many subsequent one to one discussions and phone calls with members who had concerns.
Please be rest assured that as a management team we are accountable to the members. The reason for the TACCA acquisition is based on good business sense. We believe this is for the benefit of the Industry, NCCA members & TACCA subscribers. We’ll share our plans and ideas as we move forward. If you have anything you’d like to share with us please don’t hesitate to contact us. We genuinely do want to hear the good, the bad and the ugly.
I know I keep banging on about how great this industry is, but when you look at it, it genuinely is and affords all of us many opportunities. Go and grab those opportunities!
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THE CLEAN SHEET
OFFICIAL STATEMENT
BY THE NCCA BOARD OF DIRECTORS ON THE ACQUISITION OF THE APPROVED CARPET CLEANERS ALLIANCE (TACCA) Following the announcement on Saturday 8th September that the NCCA has acquired The Approved Carpet Cleaners Alliance, known as TACCA, this release is to provide further detail and clarify the situation. The Board believe the acquisition will allow the continued development of the NCCA, ensuring that we continue to raise the profile of our industry and the professional standards within it. The TACCA alliance will be run as an autonomous business, separate to the NCCA membership organisation.
WHAT IS TACCA? Formed in 2011, TACCA stands for The Approved Carpet Cleaners Alliance. TACCA wanted to find a means of educating the public about the pitfalls of certain carpet cleaning methods and also demonstrate the value for money they get when choosing carpet cleaners who know what they are doing.
TACCA will continue to organise and run a ticketed hands on training day, as this is the most popular element of the alliance. This will be developed further based on the feedback from both attendees and non-attendees at previous events. This may include extending the event with additional seminars that TACCA registrants have suggested. Registrants on the TACCA open Facebook page, and subscribers to the TACCA listing packages, are not members of the NCCA and cannot claim any association with the NCCA unless, of course, they are also members of the NCCA. Nothing will change for existing TACCA listing package subscribers. Of course, the NCCA welcome application for NCCA membership from any TACCA Facebook page registrant or listing package subscriber, subject to the standard application process. NCCA members can apply to register for the TACCA open Facebook page if they wish. Their NCCA membership automatically demonstrates
the professional training which is required to be registered on the TACCA Open Facebook page. NCCA members are not automatically subscribers to the TACCA listing packages, but can, upon application, become subscribers. There is currently no nationally recognised database of specific ‘niche’ trade categories that are relevant to our sector i.e. ‘Carpets cleaners’, ‘Stone floor cleaners’ etc. By working together the NCCA and TACCA can compile such lists to continue developing training opportunities and promote professional standards, both within the industry and for consumer confidence.
Please contact CEO, Dave Wheadon if you have any further questions about the acquisition.
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LAURA ASHLEY FABRICS
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By Paul Pearce
Laura Ashley, there’s that name again I hear you say. Not fit for purpose is often associated with this high street name. Why? Is the question on my lips. I have seen the forum posts a 100 times or more that we shouldn’t touch these items. Well let’s look at some of the issues surrounding the fabrics that are supplied from a world class designer. I suppose the main thing is the discolouring issue, which occurs because of a fibre dyeing process they have adopted for some of their fabrics. It is known as a Direct Dye and is used on cellulosic fibres such as cotton, linen, viscose but can also be used on wool, silk and nylon. The process is that of dyeing the fibres in a neutral or alkaline dye bath, usually at boiling point, which will assist in the bonding of the dye. An alkali such as Sodium carbonate maybe used with some acid dye direct dyes cellulosic to enable dye stabilisation. The cellulosic fibres are immersed in the direct dye solution until they have absorbed the dye throughout.
neutral rinse as part of the finishing process. That can mean a mild alkaline pre-spray then rinse with a proprietary alkaline rinse. This continues the clean but ensures that the fabric stays on the alkaline side, usually around pH 8 which is acceptable to a direct dyed fabric.
AFTER PH3 SOLUTION
AFTER ALKALINE RINSE
If you think about how most of us were taught to clean upholstery which is to apply a mild alkaline pre-spray then rinse off with an acidic product because we want to stop or ensure that the dyes do not leach or move. This is because most fibres are dyed and set with an acid of between pH2 to 3. The process of direct dyeing results in a complete opposite. Therefore our cleaning needs to be adjusted accordingly. We need to carry out or colour tests even on neutral or self-coloured fabrics. It’s imperative you adopt this as part of your procedures.
I recently carried out some tests on Laura Ashley fabrics. I ordered multiple swatches and set them out to apply an acidic rinse (pH3) product via pipette on to each sample. There were 10 in total. I could have done a lot more but felt that was enough to sample. 6 of the samples had a reaction to my application by changing colour, which is a typical reaction on a direct dye fabric. The remaining 4 showed no reaction. All samples were beige or self-coloured. You can see from the photos the results of one swatch from colour change after 2 minutes. I left them all 24 hours and then applied an alkaline rinse where the colour reversed. I also applied the same alkaline product to the fabrics in a separate area where there was no change at all.
Of course you now need to know what to do when you come across this type of fabric to carry out the cleaning, because they can be cleaned quite satisfactorily. My advice is to use an alkaline or
In conclusion these fabrics can be cleaned, you just need to test and clean accordingly. Also it is not just Laura Ashley fabrics that are dyed in this way so be careful out there.
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THE CLEAN SHEET
JUST A THOUGHT…
By Derek Bolton
I wonder if you, like me, get a wee bit annoyed at some of the adverts on the TV. Once being shown currently shows a handtool attached to a wet cleaning machine being sprayed over some upholstery with a narrator explaining just how easy it is to clean upholstery fabrics… we know better don’t we? I find myself asking the presenter if they actually know any of the pitfalls that may befall the user… as it they could hear me, as if they would care anyway. I can picture the purchaser’s face if something went drastically wrong? What if the upholstery fabric was like the one in the picture on the left for example.
I would think all of you would be able to recognise it BEFORE you did a burn test or a wet test… but you must do them anyway. How many of you have seen demonstrations of stain removal using a shampoo mix at one of the many local fairs or maybe a car boot fair? Have you ever looked carefully at the piece of carpet that magically releases the stains so easily that the punters are amazed and promptly open their wallets/ purses to buy some. Next time just take a look… easily recognisable will be a carpet with a 100% Polypropylene pile, it may even be a piece of Belgian Wilton. Anything for a sale to a member of the public who hasn’t a clue as to fibre characteristics. I have dealt with several queries just recently from cleaners who have experienced bad cases of Cellulosic Browning. This is a phenomenon that really shouldn’t happen with today’s ranges of chemicals (if used correctly) and powerful equipment.
is caused by Overwetting, Extended drying times often aided and abetted by the incorrect use of alkaline chemicals. One of the instances occurred when members of the Company’s cleaning team, in the absence of a supervisor, decided to experiment with drastic results. The carpet was subsequently replaced and the owners of the Company have now put in place monthly in house training to ensure the staff sticks to the rules in future.
One of the many bee’s in my bonnet is that many cleaners (probably all of us at some time or other) forget what our chemical choices do for us…read the labels. When coming across an awkward stain don’t automatically reach for the strongest chemical in the box, try weaker alternatives first or maybe just a different technique altogether. A reminder also NOT to give guarantees on stain removal, a couple of instances recently where the cleaning technician hadn’t taken into account what the customer had done BEFORE they got there… in both of these cases proprietary brand products used by the customer had caused secondary damage. a) bleaching of fibres b) chemical reaction on carpet dyes which changed their colour.
Causes of Cellulosic Browning: just to remind you,
As my ‘aged’ mate the ‘old man of Essex’ (yes he’s still alive and kicking) always says…’’Good I am but God I am not’’… think about that one.
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READ BEFORE YOU SIGN
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By NCCA Office
For many years the Association has stressed the importance of pre-clean surveys, documenting your findings and reporting them to your customers. It is at this time most members take the opportunity to introduce any terms and conditions that need to be agreed before work can commence. Members have worked hard to ensure they have the correct wording and their contracts and other documents are easy for customers to understand. After all, the process should be a simple one. You want to seal the deal and not put anyone off with too much to read, ‘legal-ese’ or other content that may make someone think twice. Unfortunately, not all companies can simplify their contracts and the onus is always on the reader to understand what they are signing up for and what their obligations are. The internet, industry and regulations seem to be changing almost constantly and these written agreements change in line. It is a modern annoyance to find yourself having to review regular updates to terms, policies and contracts and I’m sure we all have on occasion, or even frequently, decided we don’t have the time or inclination to read and fully take in what these lengthy updates contain. Member, Maria Earley, recently contacted the office to query a specific term she had noticed within her public liability insurance policy. It required that a patch test be carried out prior to any cleaning taking place and could potentially affect a claim should one need to be made. The insurer had included this clause for many years and it was very clear in the policy, but it did lead to the question as to whether members with similar policies may be fully aware that it was a requirement on every job.
We have been in touch with the broker for the insurer who is a Corporate Member and welcomed more discussion about the term and other areas it might be beneficial for the Association and insurers to review. We will likely report any updates following the meeting we are scheduling soon.
It may take time and not always be clear, but blind acceptance can lead to difficulties. You can avoid these before they have a chance to arise with your full attention before you commit. We thank Maria for the query and reminder to all members of the importance of thoroughly reading anything you are required to sign or agree to. It is an obvious message, but the result could be the difference between being secure and being caught out.
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THE CLEAN SHEET
THE WCP CLEANING SHOW 2018
THANK YOU! A big thank you to our wonderful exhibitors Amtech UK, BeSure Broking Services, Bona Ltd, Carpet Cleaners World, Cleanspec Cumbria Ltd, Digitool, Domestic Cleaning Alliance, Factotum Ltd, GetBookedUp, Legend Brands Europe, NCCA, Prochem Europe, Professional Leather Ltd, Sebo UK, Solution Cornwall Ltd, Texatherm Systems Ltd, Tile Master Global Ltd, TrustMark and The WoolSafe Organisation.
A special thank you to our Events Director; David Weaver who played a significant part in making the day so successful.
www.ncca.co.uk
Thank you to our guest speakers Allan Simmons Jnr (GetBookedUp), Andy Cummins (Factotum Ltd), Daisy Foster (Digitool), Paul Pearce (NCCA) and Phil Mason (TrustMark).
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WOW!
what another fantastic exhibition at The WCP Cleaning Show 2018!
Thank you to World of Clean Solution Cornwall Ltd for sponsoring our transport to and from our great Friday night social!
Thank you to GetBookedUp for sponsoring the NCCA hospitality area for the second year in a row, and also to Sandra Pearce and Melanie Weaver for their patience serving refreshments for 6 hours!
Finally a big thank you… to all our wonderful members, without you these events wouldn’t be possible.
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THE CLEAN SHEET
GOOGLE ADS
By Allan Simmons
I’ve posted this because I have just reported further potential click abuse this morning when looking at my August Google Ad stats. Other Members have mentioned they’ve also suffered some click abuse. It’s rife and there are scumbags out there with little better to do. However, by being vigilant you can make it that all they are doing is wasting their time, not your money! I manage my own Google Ads but just a shout out to those of you using a management company. As part of your monthly update/review remember to ask to see the list of search terms that have actually generated clicks. Amongst other things, this will give you a good snapshot of if there is any click abuse going off. Click abuse is people deliberately targeting your ads to either spend your budget quickly so your ad disappears early in the day so their ads show more often through the day, or, just to increase your spend. One of the things they do is to try to make it look natural by using slight misspellings etc to create a ‘broad match’ click which will be a little bit more expensive than a ‘normal’ click. When you see that Search terms report go through it with your management company (as it’s part of their job) and ask them to go back to Google and ask them to look at those clicks that look suspicious.
Last month I had almost £40 refunded. It took me less than 10 minutes to spot and tell Google about my concerns.
have asked me to look at their Google account I’ve never seen one that doesn’t have some element of unusual clicks, so it’s worth investigating with your management company as £40 is £40. Another point to think about. Recently there is a feeling that one particular national franchise’s aggressive Google ad strategy is driving up the cost per click and making Google Ads too expensive in their area. That is true to SOME extent as increased competition does drive up the Cost Per Click (CPC), HOWEVER, a well-managed campaign SHOULD be identifying long tail keyword search terms and building a campaign and adgroup strategy to reduce the CPC on those, even when the price is driven up by competition, AND help manage your CPC on the broader search terms too. Your management company can explain why and how the bidding process works in Google Ads. Your Google Ad campaigns should not remain static, they should ‘mature’ if managed correctly and this will allow you to remain competitive even as the CPC generally rises. Especially if you look after your Quality Score, and your management company should be explaining how that works too. A 10 ‘quality score’ can potentially reduce your CPC by 50%.
Your management company should know what to look for as there are patterns that do not fit the norm and they should be able to explain them to you and demonstrate that in your account. When others
10 minutes last month saved me almost £40, not a fortune. and another 5 minutes this morning will probably save me £20-£25. Sometimes it’s about the satisfaction of knowing that whoever wasted their time clicking those ads, that’s all they did, waste THEIR time. I’ll always spend 5-10 minutes checking once a month, I suggest you ask your management company to too.
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THE OFFICIAL MAGAZINE OF THE NATIONAL CARPET CLEANERS ASSOCIATION AUTUMN/WINTER 2018
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10 THINGS YOU PROBABLY DIDN’T REALISE YOU COULD DO ON THE NCCA WEBSITE 1
Send a direct technical enquiry to our Board of Directors
The NCCA Directors have been involved in the carpet & upholstery cleaning industry for many years and are on hand to offer free advice, answer questions and generally assist with any cleaning related problems. As the Directors are not based in the NCCA Office, please complete our technical enquiry form. www.ncca.co.uk/technical-enquiry www.ncca.co.uk/technical-enquiry
2
Apply for advanced and senior membership
In 2014, the Association introduced a tiered membership structure allowing members the option to progress through the levels of membership by fulfilling additional criteria, such as length or service and further training. The four levels of membership are Associate, Member, Advanced and Senior. There are no additional charges and any member can apply for a new level if they meet the criteria. If you would like to advance from Member to Advanced, or Advanced to Senior, please complete the application form and submit to the office with the relevant evidence.
3
Leave the NCCA a review about the Association or our courses Course reviews give an honest representation to other delegates interested in attending that course.
Reviews about the Association also help new starters/non-members decide whether joining the Association is right for them. We are always looking to improve in all areas and appreciate any feedback we receive. www.ncca.co.uk/reviews www.ncca.co.uk/course-reviews
4
Download a spot and stain guide for your customers
With help from our technical experts, we’ve put together a basic guide for spot & stain removal. We’ve categorised stains and the appropriate method to follow, and also provided a list of items and solutions needed and useful to have at hand. However, we would always recommend customers use a trained and insured NCCA professional.
www.ncca.co.uk/ advanced-membership-application
www.ncca.co.uk/ member-documents/#marketing
www.ncca.co.uk/ senior-membership-application
Click: ‘NCCA Consumer Spot & Stain Removal Guide’
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Report logo 5 misuse
Get an additional 5% discount
As you should know, the NCCA name & logo is trademark registered, which means only NCCA members are entitled to use it to promote themselves. If you suspect that a non-member company is ‘passing off’ as a member by using the name or logo, please provide a full report of the situation using the form provided on the website.
Members can benefit from discounted prices on all NCCA training courses. A further discount of 5% is applied if you book two or more delegates on the same course. Just click +2 attendees when booking online, write the name of each attendee and then ‘Add to Cart’. You will see the discount automatically applied in the basket (highlighted in green).
www.ncca.co.uk/logo-misuse
Read the old 6 Newslink magazines Before The Clean Sheet magazine, was the Newslink magazine. We try and recycle any useful technical articles where possible, but there’s lots of valuable information available for new members to discover, or long-standing members to re-visit. A full archive can be found in the Magazine Archive in the Members Area.
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Download an informative guide on
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Filter Corporate Members by the services they offer
The NCCA is fortunate to have the support from many leading suppliers in the industry. Our Corporate Members’ list includes companies who supply or manufacture chemicals, equipment, provide training, insurance or are franchise operators. You can easily find a company by the service(s) they provide using our website directory. www.ncca.co.uk/corporate-members
dealing with customer complaints
The NCCA is always available to assist when a complaint arises. You can contact us for advice or simply discuss a scenario to help your understanding and options for dealing with the matter. Our arbitration service can offered to customers, but always try to resolve a situation yourself. By following the above advice you should be in a good position to properly respond and address any complaint and hopefully avoid many arising in the first place.
www.ncca.co.uk/ member-documents/#complaints
www.ncca.co.uk/magazine-archive
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off 1 day training courses
You can also take a read on page 19 for some general advice for dealing with complaints collated by the NCCA Standards & Fair Trading department. Find and contact other Members
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to pass on work or buddy up with
If you’re not familiar with the other Members in your local area and need a helping hand, enter your postcode to bring up a list of those within a 20 mile radius. Send them a direct enquiry or call the number provided on their website listing.
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THE CLEAN SHEET
NEW CORPORATE MEMBER
Digitool is an organisation whose purpose is to help hardworking cleaning business owners, like you, get more customers. They have proven results and happy customers, with testimonials that speak for themselves. Daisy, the founder of Digitool, learnt the do’s and don’ts of growing a successful business first hand. She watched her family carpet cleaning business go from filing bankruptcy to generating over a million per year in sales. She used this experience to found Digitool and help other cleaning businesses grow, such as Melissa Edwards’:
“The results have exceeded our expectations. Apart from the obvious time-saving benefits of outsourcing Adwords, since jumping on board with Digitool we are now also spending far less money for a much greater return. I’d recommend Digitool without hesitation. Jump on board before it’s too late.”
Digitool is a team of friendly and knowledgeable staff committed to the same goal: winning you more work. To help you do this, they provide online marketing courses equipping you with not only the skills you need but a strategy to keep you focussed and on-task. They also run a YouTube channel that’s full of free marketing tips that you can implement at home. No stone has been left unturned - it also features instructional videos and walkthroughs for setting up your digital advertising channels for your cleaning businesses. They also go one step further and can provide you with total management of your Google AdWords and Facebook ad services, keeping you free to be out in the field. They are experts when it comes to this, with tried-and-tested methods an agile approach that lets them react to your ad’s performance quickly and deliver you results.
Are you serious about increasing the profits of your cleaning business? Book a FREE one-to-one strategy call with Digitool today by calling 0203 011 5277 or emailing hello@godigitool.com
You can find their free business plans and tips online now: www.godigitool.com
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NCCA COLOUR REPAIR COURSE WITH JULIE ROBERTS 3RD OCTOBER 2018
BEFORE
AFTER
“Thank you for organising such a great course and I look forward to training for you all again” Julie Roberts, Modular Training Solutions
“The course was excellent.
The colour course was fantastic.
What a fantastic course!
Very well put together with lots of practical for a real hands on experience. Juile is a fantastic trainer and is a fountain of knowledge within the industry, this is the 3rd course I have attended of Julies and each time I have taken a lot from it. I think it’s brilliant that Julie is delivering these courses through the NCCA for NCCA members now also.”
Well led by Julie who clearly knows her stuff. Informative and an asset to have in the arsenal for the business. I would highly recommend this course to anyone wishing to add a specialist service to their business. I can’t wait to get practicing my newly taught skill and taking them out into the field.
It was like going back to art lessons at school to begin with learning about colours etc. then came the colour matching (oh dear lol). I can see lots of practice will be required! Going forward I would hope it will be a great add-on to my business. I found it very interesting and enjoyable and would highly recommend it to others.
Andrew Dixon, Wat-er Result! Cleaning Services
Simon White, Altrincham Cleaning Services
Darren Coxall, Top2Bottom Cleaning
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COMPANY REVIEW
Ring! Ring!… Ring! Ring!… If you don’t answer it, your competitor will! There can be several reasons for not being able to answer the phone promptly during a busy working day, perhaps you will recognise some of them: The phone rings right at a critical moment in the cleaning process, or when you’re driving the van in traffic. Occasionally it rings whilst you’re talking to the client about the rooms you are about to clean or at the critical phase of a quotation. For me, sometimes I simply don’t hear it ringing, because the machine is running or I have left the phone in the van or on a kitchen side. There are times when, I am in an old cottage with thick stone walls, where no signal can be received. Some clients don’t even bother leaving a message on my answer machine. I know that, if I answer the phone I am 90% certain of converting that call into a new business opportunity. Unfortunately, I also know that, if I check my missed calls and ring the caller back, that it is too late. The client has already found another carpet cleaner on the Google search list, who is now booked in to do the job. Even if I ring them back within a few seconds – it’s too late their line is engage - talking to my competitors. Don’t you just hate that? I would estimate that I miss one call per week or about four per month. Multiply this by my average job price and I can put a price on my lost business opportunity. Try this for your business. This lost opportunity was costing me a lot – so I have taken corrective action, through one of our new Corporate Members called Factotum. I attended their seminar at the NCCA Exhibition
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at Stoneleigh in September. The seminar programmes at these exhibitions are priceless. I am pleased to say that; Factotum now answers all of the calls that I fail to answer during the day. They talk to the customer, take their contact details, advise them that I am right in the middle of job and that I will call them back as soon as I am free. Callers actually appreciate that I am busy, it is a good sign. The potential customer is happy that they have not had to hang up, or record a message, instead they have spoken to someone who has listened to their needs and offered my services.
Factotum staff are fast friendly and efficient, they also know about my business and type of services I offer – so they talk with authority and reassurance. The details of the call are sent to me within a few seconds, both by text and e-mail. I respond to the customer and book an appointment. At the end of the month Factotum send me a monthly report, which I can cross reference against my order book. In conclusion, this allows me to convert the opportunity in to another satisfied customer and above all prevent business being lost to a competitor. Thank you, Factotum for helping me grow my business! A review by David Weaver, Weaver UK Ltd
Have you had a positive experience as a result of using one of our Corporate Members’ services? Let us know!
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“Whilst in Turkey recently, I had the privilege to be shown the private rug collection of a gentleman from a long line of rug weavers and restorers. Absolutely fascinating talking to him and listening to his knowledge of rugs.” Dave Thomson, Cheshire Rug Cleaning
Your Home Feature NCCA feature in the ‘Ask the Expert’ section of November’s Your Home magazine. “Interesting article or should I say question from the consumer. The difficulty is explaining to the consumer the how to without giving them the information to cause damage.” Paul Pearce, NCCA Technical Director (and article author!) “Great job getting the PR and great article. Had two people comment to me about it. One a client and other a friend. It does get noticed.” Allan Simmons
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CELEBRATING 10 YEARS
Fitz2Kleen
October 6th marked the 10th business anniversary of Fitz2Kleen. “It has been a roller coaster journey which has seen us meeting the most wonderful people of Coventry and surrounding areas some with stories to tell that have brought tears to our eyes, some of sadness and much more of joy. As a specialist cleaning company we meet people going through very dark times and we feel privileged to have played a part in helping to show these people the light at the end of the tunnel. So here’s hoping for another 10 years of Fitz2Kleen doing what we do best for the community and businesses of Coventry and it’s ever growing surrounding areas, thank you all our customers past, present and future for all at Fitz2Kleen.”
Congratulations to Mark & Trena Fitzmaurice
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CHANGES TO YOUR FREE BUSINESS SUPPORT SERVICE
As of September 2018 Qdos Consulting Ltd is now Quest Business Services Ltd, to be known as ‘Quest’. Following the redesign of the company website, the major shareholders chose the new identity to better reflect the company’s commitment to delivering innovative and market-leading people management services. Under the Qdos name, the business formed an important part of a group that has won regular awards for outstanding services, was recognised this year as one of the fastest growing businesses in the UK and also won The Queen’s Award for Enterprise in the Innovation category. In recent years, the group has invested significantly in building its own HR software, which has given Qdos Consulting the opportunity to deliver a number of highly effective and compliant people management solutions through user driven technology. With a modern and fresh identity, Quest will continue to provide mission critical human resources, health and safety and people management services to a diverse range of businesses, trade bodies and membership organisations across the UK. Ashley Horton, who remains CEO and will continue to lead the company forward, explained the thinking behind the rebrand: “As a company and a group of people, we’re dedicated to leading the way and delivering innovative, game-changing people management solutions that make a real difference to our clients.”Following the evolution of our website, we believe Quest reflects these values better and matches our ambitious growth plans. “We see a very bright future for our existing and potential clients who are thinking innovatively
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about how to improve their people management systems through expert consultancy and state-ofthe-art technology. We will be right by their side as partners, in their quest for success.”
“The company will continue to operate in its current structure, with the same owners, and from our base in Leicestershire. There are visible changes to the brand, but our partners will continue to experience the same high level of service.” Members are able to benefit from FREE, unlimited access to various different advice lines and an extensive documents library which hosts free downloadable templates and purchasable documents. The extensive Health & Safety library provides a number of documents that are relevant and beneficial to carpet cleaning businesses: • • • • • • • • •
Developing a H&S policy First Aid & RIDDOR Risk Assessments & Audits Fire Safety Manual Handling & Lifting Workplace Equipment and Vehicles The Working Environment Physical Hazards Chemical Substance & Biological Hazards and MANY MORE!
0116 243 7601
www.ncca.questcover.com/office For more information visit: www.ncca.co.uk/members-area/quest-office
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DEALING WITH COMPLAINTS Some general advice for dealing with complaints collated by the NCCA Standards & Fair Trading department. ❚ Have a written complaints procedure that you and others can follow to ensure matters are properly dealt with every time. ❚ Minimise the risk of complaints by following standard procedures on every job. Adhere to PAS 86. ❚ Talk to your customers. Ensure they are aware of what you’re doing and what can be expected and take the opportunity to raise any concerns you may have yourself. ❚ Listen to your customers. Take in what they tell you. What are they most focused on in terms of results? Have they said anything that worries you? ❚ Don’t be afraid to turn down a job if you have a concern about a customer or the items that need cleaning. ❚ Schedule your day to avoid running out of time. Add extra time for jobs you know may be more difficult. ❚ Arrive when you agreed to or inform the customer if you may be late. ❚ Survey. Every time. Identify the carpet, look for damage and deterioration, check for fitting issues, test colours, record everything in writing. ❚ Qualify. Ensure you’re customers are made aware of your survey results and anything that may affect the way the items will be cleaned or the potential results.
❚ Make the customer fully aware of any risks the cleaning process may present. Consider a liability waiver if there is the potential for any damage to arise. Verbal agreements are inadvisable. ❚ Don’t smoke on site. ❚ Clearly bring your terms and conditions to the attention of the customer before starting any work. Make sure they are informed of anything you need them to be aware of and get them to sign an acknowledgement if required. ❚ Implement a continuing education system. Stay up to date with developments in the industry. ❚ Regularly review Health and Safety regulations and your own H&S procedures. ❚ Keep your equipment and vehicle clean and in good working order. ❚ Follow any and all recommended processes when cleaning. Especially if you list procedures in your advertising. ❚ Don’t over-sell yourself. Under-promise and over-deliver. ❚ Avoid guarantees. It is very rare you can be sure of every detail. ❚ If you aren’t getting many repeat bookings, look in to reasons why customers would not want you back. It may be they were happy with the cleaning but something else has put them off. ❚ Don’t ignore complaints or complainers. They will never go away and it will only make matters worse.
❚ Undercharging. If you can’t spare the time to deal with a problem or refunding the price of your cleaning will not cover the cost of rectifying a simple mistake, you need to review your pricing structure. ❚ When responding to complaints, always deal with facts rather than opinions or assumptions. ❚ Remain calm, even if your customer is not. Try to diffuse, rather than escalate, a dispute. ❚ Never argue. Listen to the customer. Allow them to speak without interrupting (even if you don’t agree) and wait for your opportunity to respond. ❚ Ask for information in writing to assist your understanding. This is also useful if a customer is confrontational in discussion or face-to-face. A free legal helpline is provided for members if a customer threatens action via a higher authority. QUEST - 0116 2437601 The NCCA is always available to assist when a complaint arises. You can contact us for advice or simply discuss a scenario to help your understanding and options for dealing with the matter. Our arbitration service can offered to customers, but always try to resolve a situation yourself. By following the above advice you should be in a good position to properly respond and address any complaint and hopefully avoid many arising in the first place.
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8 STEPS TO A PHENOMENAL CLEANING & RESTORATION BUSINESS
By Howard Partridge
PHENOMENAL SUCCESS STEP 8:
PHENOMENAL LEADERSHIP In previous articles, I’ve shared the key business-building practices of goal setting, creating a business vision and plan, and implementing sales and administration systems. Now we turn our attention to the most important aspect of any cleaning and restoration business: Leadership. If you’re like most people, you don’t see yourself as a leader. But the fact is everyone is a leader, and everyone can be a remarkable one. Leadership expert John C. Maxwell says, “Leadership is influence. Nothing more. Nothing less.” Everyone has influence in someone else’s life. The question is whether that influence is positive or negative. It doesn’t take much skill to tell people what to do or to yell at them. And, while it may take great skill to manipulate people, people
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resent that approach. Maxwell says you gain influence in other people’s lives by “adding value” to them. He explains that when you don’t value people, you de-value them. After three decades building an exceptional cleaning business and two decades training others to do the same, I’ve come to realize that what’s at the heart of poor leadership is a lack of value for staff and for other human beings in general. I was interviewing a manager of a client company on an onsite consultation project, and she lamented difficulties she’d had getting the employees to do what she needed them to do. “It’s just common sense,” she said. Many business owners feel that their employees should have the same motivation they have, but those in charge forget that the employees don’t have to make payroll every week. Your employee’s house isn’t on the line. But there is a way to engage your team to a point at
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THE CLEAN SHEET which they will care about you, your business, and your future. When you add value to them – when you support them and encourage them – they will respond. That is, if you hired the right people.
A VALUABLE STAFF It all starts with who you attract and hire. If you have someone that, no matter what you say or do, they still cannot perform up to your standards, then you had better look in the mirror because you hired that person. Assuming you do have the right person and value people for their inherent worth and who they can become, you can get them to perform by showing them how much you appreciate them. While teaching the importance of valuing your team members at one of my conferences, a firsttime attendee blurted out, “Don’t they have to earn my respect before I give them respect?”
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They explain that this respect also empowers team members to value the company and the roles they play, adding that remarkable leaders “respect their people and therefore they give them freedom to act and make decisions. They respect their people and therefore believe in their inherent creativity, intelligence, and ability to solve problems.” By creating a culture of respect in which you recognize and appreciate the value each employee brings, you provide a reasonable platform for higher performance expectations, higher standards, and greater challenges, according to Collins and Lazier. They say, “Ultimately, employees in outstanding companies attain consistent tactical excellence because someone believes they can.” Simply valuing your people could be all they need to thrive.
THE RESULTS OF VALUE
The authors go on to point out that building this respect within your company makes your company itself respected for the positive impact it has “on the world” in addition to the services you offer your customers and the working environment you offer your employees. Eventually that respect you put out makes your leadership and company so remarkable that other companies want to be like yours.
In their phenomenal book Beyond Entrepreneurship: Turning Your Business Into An Enduring Great Company, Jim Collins and the late William C. Lazier concluded the entire book about extraordinary companies with this: “The theme behind everything we’ve observed came to the front: respect. Therein lies the secret, if there is one. Great companies are built on a foundation of respect.” The authors point out the importance that leaders not only value clients, but also themselves, their relationships, and their employees – “people at all levels, and from all backgrounds.”
“You too can build a company that stands for something, that sets a standard, not only of performance, but also of values. You too can build an organization that rises above the fray and shows by its success that greatness and fundamental human decency and respect go hand in hand,” Collins and Lazier add. “You too can build a company that you can look back on at the end of your life and say, ‘I’m proud of what I’m leaving behind, and I respect myself for the way I’ve gone about doing it. My life has been well spent.’” I don’t know about you, but that’s what I want.
Respect, say Collins and Lazier, opens many doors including creating an open, trusting, honest relationship between leaders and their people.
Remember, you can have everything in life you want if you just help enough other people get what they want.
“It’s just the opposite,” I shot back. “If you give them respect, they will give you respect. If you help them, they will help you. If you encourage them, they will encourage you. Unless you hired the wrong person.” Any way you slice it, the responsibility to lead is on the leader.
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FROM THE ARCHIVES
SAVED BY THE DISCLAIMER
By Pawlo Woloszyn
Whilst having a chat with the receptionist of a care home that I service on a contract, I was informed that the manager had moved on and that I was to report to the new manager’s office. So dutifully doing as I was told I knocked on the door. We made our introductions and began to discuss a particular room that had urine contamination.
The occupier had moved out and there was to be an inspection the following day. It was imperative that the room was ready for the inspection, so I went to take a look. Wow! I have to say the stench was unbelievable! From the odour alone I knew that it would be impossible to have the room ready, as the carpet and underlay needed replacing and the floor needed treating. To say the least the manager was not happy with my report. He insisted that I clean the carpet, or forget the contract. I then called head office to explain that the contamination was too extensive and that there was no way that a straightforward clean could even touch the problem. The MD was not available, but the carpet had to be cleaned for the following day, so I informed them that I would only take on the work if their manager signed a disclaimer in which I would report my findings.
With the disclaimer signed I carried out the work knowing that it was totally pointless. Yes, I made an improvement, but it hardly touched the surface. www.ncca.co.uk
Needless to say the manager was not very happy with what I’d done. He then proceeded to call the head office to tell them that he thought my aim was to carry out unnecessary work. That hurt! I was not happy with the work and I knew that I would receive a call the following day. At 10.15 the next morning I received a call from the head office and was told to get there as soon as I could. When I arrived I was sent into the MD’s office and was met with a very frosty reception. I let him have his say and then produced the signed disclaimer. I don’t think I have ever seen anyone’s attitude change so quick. I was asked what timescale I needed to carry out the work I originally wanted to do before discussing price. Now how’s that for a ‘turn around!’
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MEET THE DIRECTORS
PAUL PEARCE I am married to Sandra, now celebrating 42 years and have 3 sons Liam, Matthew and Jay. I love to travel and have been fortunate enough to do this through my cleaning and training programs. I started in the carpet cleaning industry in 1972. In those days, all the carpet cleaning was done using rotary machines with a high foaming shampoo. I had a small offsite works where we cleaned rugs and carpets. This was very basic but involved beating rugs etc., with a flail beater, thoroughly immersing them in running water and shampooing them, then a rinse and into a 48’ hydro-extractor. The drying room was basic but had multiple fans around the room with a gas fired boiler assisting several radiators. Rugs and carpets dried overnight. Mid 70’s saw bad winters where there was a lack of loft insulation and therefore burst pipes were common place. I very quickly became a trade carpet cleaner drying and re-washing flooded carpets for the trade. We were never without work.
In 1984 I joined the Carpet Cleaners Association (now NCCA) and moved on to their board in 1985 and very quickly got involved taking on the post of Trading Standards. By now I had an interest in training as I had taken 3 schools with the Carpet Cleaners Association and 2 with Prochem. Next I attended a 3-day Carpet Appearance Course run by an American company in the UK. By 1990 I was working with the training team of the NCCA of which I took over the running of the training side in 1995, where I changed it to a residential course over 2 days from 3 individual days spanning many months.
I have continued learning from various technical courses which include Cleaning Research International, BTTG and the dry cleaning industry. Indoor Air Quality Management schools both here and America, including a 5 day conference on Indoor Air Quality in Edinburgh 1999. I teach carpet and upholstery cleaning along with other industry specific courses for the National Carpet Cleaners Association (NCCA), I recently developed a course on The Fine Fibre cleaning of cellulosic textiles which has proved popular given the current Designer climate. I am also an approved instructor with the IICRC for CCT, UFT, RCT, CCMT & HCT. I also teach for WoolSafe in the UK as well as many private companies. During my time in the industry I have been President of the NCCA twice, President/Chairman of IICRC & Chairman of the British Cleaning Council. I am currently the Technical & Training Director of the NCCA and Chair of Instructors & Schools for IICRC. My day job is either teaching a course somewhere in the UK or assisting one of my many clients to solve their cleaning problems. I have cleaned and clean for many celebrity clients as well as royalty and enjoy the challenges this brings.
One of my passions is reading of which I have an extensive library of books relating to the industry I love. There’s always something new to learn and I make it part of my business to do so.
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CORPORATE MEMBERS
The NCCA is fortunate to have the support from many leading suppliers in the industry. These organisations are proud to be associated with the NCCA and we welcome their support. Please find their company details below.
Allied Insurance Services Ltd www.alliedinsurance.co.uk 0844 8156211
Ashbys Cleaning Equipment www.ashbys-uk.com 01795 436999
AutoCleanseUK www.autocleanseuk.com 01252 319391
Bio Productions Ltd inc. Stapro www.bio-productions.com 01444 244000
Camberford Law Plc www.camberfordlaw.com/cleaning 0208 3155000
Cleansmart Ltd www.cleansmartsupplies.co.uk 01158 240034
BeSure www.besure.insure 02922 400004
ChemDry Franchising Ltd www.chemdry.co.uk 01482 888195
Cleanspec Cumbria www.cleanspec-cumbria.co.uk 01768 865812 M N EM EW BE R
Cleanerswarehouse Ltd www.cleanerswarehouse.co.uk 01772 434333
Amtech UK www.amtechuk.co.uk 01444 232211
Alltec Network Ltd www.alltec.co.uk 01763 208222
Coversure Insurance Services (Kidderminster) www.coversure.co.uk/kidderminster 01562 512822
CVM Vehicle & Finance Solutions www.cvmgroup.co.uk 01489 880050
Digitool www.godigitool.com 0203 0115277
Dry Fusion UK Ltd www.dryfusion.com 01772 433711
Factotum Ltd www.factotum.com 01638 576408
Get Booked Up Software www.getbookedup.com 01405 813665
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Hi-Tec Cleaning Group www.hiteccleaning.co.uk 028 6634 1416
Host UK Ltd t/a Host von Schrader www.hostvonschrader.co.uk 01244 289256
Kendry www.kendry.co.uk 07968 175166
Legend Brands Europe Ltd www.legendbrandseurope.com 01908 611211
LTT Leathercare Ltd www.lttleathercare.co.uk 01423 881027
NSL Restormate www.restormate.co.uk 01670 590099
Nu Life Stone Care Ltd www.stonecareuk.co.uk 0161 4807284
Prochem Europe Ltd www.prochem.co.uk 0208 9741515
Rainbow International www.rainbow-int.co.uk 01623 422488
The Restoration Academy UK www.therestorationacademy.co.uk 01494 434772
Safeclean www.safeclean.co.uk 01235 444700
Solution Cornwall Ltd www.worldofclean.co.uk 01209 204343
Restoration Express www.restoration-express.co.uk 01252 726106
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Revolution Cleaning Systems www.revolutioncleaningsystems.co.uk 01420 370390
Sebo UK Ltd www.sebo.co.uk 01494 465533
ServiceMaster Ltd www.servicemaster.co.uk 0116 2759000
Texatherm Systems Ltd www.texatherm.com 01934 521155
Tile Master Global Ltd www.thetilemaster.co.uk 0161 4440377
WANT TO BECOME A CORPORATE MEMBER? Vaclensa PLC www.vaclensa.com 0161 7281800
The WoolSafe Organisation www.woolsafe.org 01943 850817
APPLY TODAY!
Tel: 0116 271 9550 E-mail: admin@ncca.co.uk
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THE CLEAN SHEET
COURSE DATES
MEMBER STATS
Since publishing a referral statistics report in the last issue of The Clean Sheet there have been 163 recommendations for members provided by the NCCA. This number is made up of referrals from the NCCA office and potential customers contacting members directly through the website.
NCCA Courses 2018 All NCCA Courses for 2018 are now complete or fully booked. Members will receive an email in December confirming the dates for our 2019 training schedule. Members will also get priority booking for all courses approximately one week after dates are published. Please note as of 2019, we will no longer be accepting reservations for any of our courses. Anyone wishing to reserve a place on any NCCA course will be required to pay a non-refundable deposit. Further information will be provided in December.
IICRC Training Courses 2018
COURSE REVIEWS
HEALTH & SAFETY FOR CARPET CLEANING PROFESSIONALS 17TH OCTOBER 2018 LEICESTER As a result of Member requests, the NCCA organised a Health & Safety course, which was specifically designed for carpet & upholstery cleaners.
Very easy to understand, had great instructors and some wonderful resources. David Miller-Holland, P M Cleaning Excellent course with information to secure commercial work. Take safety seriously and stay ahead of the game. Jonathan Gibson, Applegreen Carpet Clean A must for any person – company. No ifs no buts – we all have a responsibility. Steve Medley, Home ‘N’ Dry
(Institute of Inspection Cleaning and Restoration Certificate)
IICRC CCT: CARPET CLEANING TECHNICIAN 13th November
IICRC UFT: UPHOLSTERY CLEANING TECHNICIAN 20th November Alltec Network, Hertfordshire with Paul Pearce. Book through Alltec. www.alltec.co.uk
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Well worth spending a day on this course packed full of loads of helpful information to apply in a busy business in a practical way. Full of excellent templates to use and guides. David Bytham, Spring Fresh
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CLASSIFIED ADVERTISEMENTS FOR SALE A well-established (2002) successful Carpet and Upholstery Cleaning business, based in West Dorset and covering West Dorset, East Devon and South Somerset. The new owner will benefit from a reputation built up over 16 years and the sale includes good will, a customer database and all equipment and chemicals needed to continue business from day one. Ready-made business and there is also a good opportunity to expand. Carpet and Upholstery Cleaning Equipment Included: • 1 x Alltec Aqua 40 plus - hot water extraction machine (Twin Vacuum motors and 100 psi solution pump). Note: I also have a large, very powerful Eclipse hot water extraction machine and another for parts. They are made in the USA and I bought them at auction but have never used it because it is too heavy for a one man operator. I have fired it up and it runs well. I have operating instructions for it and they are included in the sale if required. • 2x 7-8 metre vacuum/solution hose assemblies • 1x stainless steel floor wand • 1x stainless steel hand tool (for upholstery and stairs) • 1x 3 speed turbo dryer • 1x 12 litre pump- up sprayer • 1x 2 litre pump -up sprayer • 1x Water Claw spot lifter • 1x long handled carpet brush • 1x Sebo BS36 twin motor vacuum cleaner. • Various brushes and a fringe comb and some machine spares and chemicals Contact Jeff Eastwood on 07970060449 or email jeff.b.eastwood@gmail.com
CLEANING EQUIPMENT FOR SALE
FOR SALE – DUE TO RETIREMENT Established 1987, carpet upholstery curtain and leather cleaning business. Serving Plymouth Exeter Torbay and South Devon. Run as an increasingly stretched oneman band, the business could easily be developed and expanded into a much bigger operation if desired, with a good and loyal customer base and excellent reputation already in place. Three long standing phone numbers (Plymouth, Exeter, Newton Abbot), and two websites. Simple 3-year customer database, plus all equipment including twin vac Ninja with dry-clean facility, and stock. Flexible on handover arrangement. Contact Steve on 01803 762170 (Totnes), or 0797 121 2720
CLEANING EQUIPMENT FOR SALE • Airflex storm carpet cleaning machine • Oreck Orbiter agitation machine • Two Sebo VC 360 vacuum cleaners • Matrix SV400 steam cleaning machine • Turbo Dryer • Saphire pro upholstery tool • 2 jet S – bend wand • 25ft 1.5 vacuum hose • 50ft 1.5 extra vacuum hose • 25ft 3000psi solution hose • 50ft 3000psi extra solution hose • Westpak 4 inch upholstery/carpet hand tool All equipment in very good condition, originally purchased new four years ago for £7,300. Selling price £3,500 Ideal for person starting out in cleaning business. Contact Tony on 07540 924843 (Cheshire)
Eberspacher (German) van heater 12v for £97.50. It keeps machines & chemicals etc from freezing outside in the van over the winter period. Good condition. Contact Steven on 01252 513029 (Hampshire)
To advertise in the classifieds please email the office: admin@ncca.co.uk
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WELCOME NEW MEMBERS A Clean Scene Cornwall A J V Carpet Care Worcestershire Albacarpetcleaning.co.uk London Best Kept Cleaning Services Staffordshire Carpet & Upholstery Cleaning UK Lancashire Carpet Bright Northamptonshire Carpet Fresh Nottinghamshire Central Steam Cleaning Stirlingshire Cleaning Contractors NI Londonderry Cole’s Carpet Care Hampshire Greencarpetclean Dublin Home Clean Direct Essex Powell-ful Clean East Sussex Softer Touch Carpet & Upholstery Cleaning Co.Down Superb Cleaning Services Ltd Surrey
Telephone: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk
MEMBER REVIEWS
Congratulations to all our Members who have received reviews on the website. To date, we have published 1,286 reviews.
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